Brenda Wald

Starting as a Customer Support Consultant in 2017, I was answering inbound calls from field reps and customers in regards to placing orders, processing credits, debits, washouts, tracking orders, etc. Later, I was introduced to the ION where we receive email requests from sales reps and customers, along with other internal departments requesting assistance for the same types of requests. I also am bilingual and have taken on a majority of the Spanish communications. Sometimes it is troubleshooting issues within orders such as fixing promotions, sending out links to have payments processed to orders, verifying if orders are received and investigating the scenarios if they have not been delivered properly or items are missing. The array of topics that I assist with varies. In the last year, I have taken on other responsibilities to help my team. This includes Resource Team, the Promotion Gallup and other various items that have come up that needed extra attention to detail. I have learned the ins and outs of the systems and able to work quickly and efficiently to offer the best services to our client and the customers. My relationships with my teammates are exceptional and I am able to work with each of them when needed to complete tasks, etc. My attempts to go above and beyond to help out daily with color exchanges, supporting the NRO group as backup aside from my regular daily routines is a challenge I had asked to take on and I'm so proud of the efforts and hard work I have poured into everything I have done and continue to do. Recently I have taken on the role to train a few of the representatives in Manila so they will be able to assist with our tasks. In addition, here is just a few bullet points of daily activity in my curent role:

• Enhanced customer satisfaction by effectively resolving inquiries and issues.
• Improved customer retention with timely follow-ups on service requests.
• Exceeded customer expectations, addressing complex issues with tailored solutions.
• Assisted clients to enhance their understanding of product features.
• Addressed complaints promptly to ensure customer loyalty.
• Conducted training sessions to improve team knowledge and efficiency.

In this position, I managed several accounts' portfolios. I created relationships with the clients for each of these accounts, assisted them with all of their needs. Included in this was, but not limited to, individualized billing strategies to accommodate their purchase order needs, etc., reaching out to the clients to discuss payments and cycles along with further details of the account. I would also assist by supporting our supply team in product orders for their postal machines and with any maintenance requests needed. Creating reports and sharing data with my team lead was completed bi-weekly to ensure all accounts were up to date and managed properly.

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.